In a piece on destinationCRM.com, Jeffery Henning, founder of vendor Vovici, looks at the role of CRM in customer loyalty.

Based on a company survey of 200 professionals, the company came up with 24 best practices, which sounds overwhelming to implement.

The top practice, however, was simply to have a formal customer-experience strategy in place. No. 2 was integrating data from an organization's CRM system into its customer-feedback surveys, which the article calls a relatively new practice. In fact, only 7.7 percent of respondents said they were doing that, though it sounds like a no-brainer.